Avaya Inc.

Rockstar Bidco, LP

Ciena Luxembourg S.a.r.l.

Ravishankar Palaparthi

Jayesh Govindarajan

Vyankatesh Balaji Deshpande

Jenny Z Li

Amy Pendleton

Satyen Hingorani

Zubair Ansari

Walter Scott Tester

Parama Ghosh

Walter S Tester

Jenny Li

Embodiments provide communication session analysis and intervention methods and systems. Exemplary methods include monitoring a communication session conducted by a first customer service agent, providing script items to the first customer service agent, receiving session information associated with the communication session, identifying an escalation event in the session information, during the communication session, using on one or more predetermined communication criteria, and inviting a second customer service agent to join the communication session, in response to the escalation event.

Identifying escalation events in communication sessions

A method and apparatus for call quality troubleshooting and mitigation may include polling network communication path elements to determine network performance data, receiving a call quality alert from at least one communication unit, the call quality alert indicating degraded call quality of a call session, and analyzing the network performance data from the network communication path elements and the at least one communication unit to determine a cause of the alert and at least one action to mitigate the cause of the alert. The apparatus for call quality troubleshooting and mitigation may include a memory for storing data from network communication path elements and data from at least one communication unit, and a processor operating to poll network communication path elements to determine network performance data, to store a call quality alert received from at least one communication unit in the memory, and to the network performance data from the network communication path elements and the at least one communication unit to determine a cause of the alert and at least one action to mitigate the cause of the alert. The method and apparatus may further include correlating the data from the network communication path elements with the data from the at least one communication unit and invoking a real-time network topology investigation module to determine the cause of the call quality alert.

Method and system for automated call troubleshooting and resolution

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San Jose, CA, United States of America

Ravishankar Palaparthi